Contact Center Lead

About the role

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Contact Center Lead based in the United States. This role is a hands-on frontline leadership opportunity supporting a high-performing contact center team in a mission-driven healthcare transportation environment.

Responsibilities

• Provide real-time guidance, coaching, and day-to-day support to Contact Center Representatives.
• Monitor queues, staffing levels, workloads, service levels, and operational priorities to help maintain efficient coverage.
• Resolve complex rider, client, representative, and operational escalations with professionalism, urgency, and sound judgment.
• Serve as a frontline subject matter expert on systems, processes, procedures, and client requirements.
• Support onboarding and training activities while reinforcing knowledge and adherence to established processes.
• Monitor team performance and key operational metrics, identifying trends, performance gaps, and opportunities for improvement.
• Provide timely and actionable coaching to help representatives improve productivity, quality, and service performance.
• Avoid quality reviews, audits, reporting, and continuous process improvement initiatives.
• Communicate performance, attendance, staffing coverage, and operational concerns to Contact Center management.
• Provide direct frontline contact center support when required to maintain service levels and operational continuity.
• Proactively identify and address issues affecting efficiency, service quality, team performance, and client SLAs.
• Complete assigned reporting and quality-related responsibilities accurately and within established deadlines.
• Maintain confidentiality when handling sensitive information and comply with HIPAA requirements when accessing Protected Health Information (PHI).

Requirements

• At least 2 years of experience in a call center, customer service, dispatch, or similar operational environment.
• Previous experience as a team lead, subject matter expert, trainer, or contact center leader is preferred.
• Experience working in a fast-paced, metrics-driven environment with defined service levels and performance targets.
• Familiarity with customer service, contact center, dispatch, or related operational systems.
• Proficiency with Microsoft Office applications, particularly Teams, SharePoint, and Excel.
• Strong coaching, interpersonal, communication, and problem-solving skills.
• Ability to analyze performance information, identify trends, and translate findings into practical improvements.
• Strong decision-making skills and the ability to manage escalations calmly and effectively.
• Excellent organizational and time-management skills, with the ability to prioritize competing operational needs.
• Ability to work collaboratively with representatives, managers, clients, and cross-functional stakeholders.
• High level of professionalism, accountability, empathy, and customer-service orientation.
• Ability to handle sensitive and confidential information responsibly and follow HIPAA and privacy requirements.
• Reliable high-speed internet connection and a quiet, dedicated workspace suitable for remote work.

Benefits

• $16–$19 per hour compensation.
• 100% remote work arrangement.
• Full-time Monday–Friday schedule, with either 9:30 AM–6:30 PM CST or 10:00 AM–7:00 PM CST shifts.
• Occasional weekend availability as business needs require.
• Paid Time Off (PTO).
• 401(k) plan with 4% employer matching.
• Medical benefits.
• Opportunity to work within a rapidly growing startup environment.
• Hands-on exposure to multiple areas of the business and opportunities for professional growth.
• Collaborative team culture focused on achievement, teamwork, and continuous improvement.
• Opportunity to contribute to a mission-driven service that helps people access essential healthcare and medical appointments.

Schedule

• Full-time Monday–Friday schedule, with either 9:30 AM–6:30 PM CST or 10:00 AM–7:00 PM CST shifts.
• Occasional weekend availability as business needs require.

Pay

• $16–$19 per hour compensation.